My name is Kristina Johnson. I visited your movie theater on Friday ********* at the Ma...

GetHuman4432590's Complaint issue with Studio Movie Grill from March 2020

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The issue in GetHuman4432590's own words
My name is Kristina Johnson. I visited your movie theater on Friday ********* at the Marietta, Ga location to see the opening of Invisible Man. Myself, girlfriend, mother & father all went together to TRY and have an enjoyable outing. During the movie my girlfriend and I ordered a drink, before the movie ended A server brought the bill to me for our drinks. I placed my Debit card in the folder for the server to take back. Once taken away we continued with the movie and after we all walked out and I proceeded to the restroom. We all left the theater not thinking twice. My girlfriend lives in Villa Rica, Ga, more than half way home to VILLA RICA I realize the server NEVER brought my debit card back, nor the receipt for me to sign. Given the circumstances we had no choice but to turn around and return to the theater in homes that I could get my card back. When we arrive the doors are locked due to the last movie already being in progress. We softly knock on the door to try to get a staff member attention so we could let him know why were there. We actually are trying to tell him through the door. After him staring at us like we’re aliens or had * heads a piece. He finally opens the door for us to enter. We explain the situation and ask to speak with a manager. Roughly around **:**pm, Yasmin Long walks out as the manager in duty. We TRY to explain what happened and let her know how much of an inconvenience this was for us having to return period, and from such a far distance period. She immediately tells us that someone “herself” brought my card back to me and insinuated that I left without it. We calmly inform her she not did anyone else bring my card to me after I paid. We began going back and forth. This was just the beginning of the disgusting behavior Yasmin Long expressed to my girlfriend and I. She tells us again she brought us and we left the card cause they made sure they returned the card to everyone. Which is a lie, because we’ve witnessed on previous visits other customers waiting after their movie was over for the CASH CHANGE that their server NEVER brought back to them, and just disappeared. Not mention my father having an incident where they bring his card or receipt back and ended up charging his card and manually adding a tip without authorization. When I ask her where my card is she says they put it in the office once they couldn’t “find me”. Yasmin walks off while we’re still talking, while being very disrespectful and looks at me rolling her eyes. At this point I am very frustrated at this point I tell her to just go get my card. She looks back at me like she wants to continue going back and forth, and I ask her if there was a problem. When she returns she only hands me my card. I ask her where the receipt is, she tell me that everything was already locked up for inventory in the office. So one of my points being, if you just got my card out the office why wouldn’t you bring me my receipt with it, that I DIDN’T SIGN because nobody EVER brought my card back. I asked her, so you’re not going to let me sign my receipt or verify what was charged? Again with an attitude she continues to say it already locked up and we can “talk to HR or whoever”. My girlfriend says so you would rather us go above your head, contact HR and inform them about this incident so corporate can handle this? Instead of you helping us as a manager and trying to compensate us for this inconvenience and treatment we’ve received? She shrugged her shoulders and said “I already m ow what they’re going to say, they’re going to ask me what I want to do and...” Again Yasmin shrugs her shoulders. She lets us know there’s nothing that will be done. I ask to speak with another manager and she tells that she’s the only manager on duty. ANOTHER lie, because we were told by other staff that there was ANOTHER manager in fact still on duty. We asked Yasmin the “manager on duty” for the store * and she hesitated and said that we could look it up ourselves and find the number. We both ask her your the manager and don’t know the store number that you manage? She again said we can find it online and she began to walk off AGAIN as were talking. Never did she make any attempt to try to go and get the number for us, she just walks off and leaves us standing there. I have NEVER in my life been treated with such disrespect by anyone, let alone someone in a manager position. Yasmin long does NOT need to be a supervisor over anyone or anything in ANY establishment. This letter is far beyond requesting for Yasmin Long to be ordered to immediate supervisor training, because it wouldn’t help. She has a disgusting attitude and an even more heartless approach towards customers. She doesn’t care about the vision that I would think SMG has as a company. And an arrogance that no person in that position should have, nothing not anyone matters to her. This was the most unhelpful persons I’ve ever encountered in my life. I pray that this letter gets in the proper hands. And that this will be handled accordingly. I hope that this ends here and I will not have to continue with another letter with more disappointment added to it. Myself, family and friends all attend SMG and have supported this establishment even after numerous encounters with our food being wrong, drinks being wrong, checks being wrong and now intolerable attitudes towards us supportive movie goers. I can only hope to be COMPENSATED by SMG for the awful treatment and inconvenience my girlfriend and I received that night. **I can be reached on my cell at ***-***-**** or my email J*****@***.com*And I hope to hear from someone very soon to get this matter handled accordingly**Thank you

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Studio Movie Grill

Complaint issue
Reported by GetHuman4432590
Mar 6th, 2020 - a year ago
Not resolved
Seen by 16 customers so far
Similar issue to 17 others
0 customers following this

Timeline

GetHuman4432590 started working on this issue
Mar 6th, 2020 8:33pm
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Mar 7th, 2020 12:50am
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Mar 7th, 2020 8:39pm
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Mar 7th, 2020 8:45pm
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Mar 9th, 2020 12:36am
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Mar 9th, 2020 12:49am
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Mar 9th, 2020 9:49pm
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Mar 9th, 2020 10:51pm